Hector Diaz
Bayamon
Summary
Dedicated criminal justice academic with a masters degree in criminology specialized in case management, situational assessments, conflict resolution and exceptional communication. Compassionate professional who actively listens and builds trust to help clients resolve personal issues and achieve life goals. Academic effective at working with clients and families who may be in crisis. Acts as a sympathetic guide and advocate to help them navigate complex and stressful situations.
Overview
16
16
years of professional experience
Work History
Driver
Uber Technologies
04.2023 - Current
- Followed all relevant traffic laws and safety regulations.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Maintained professional and friendly demeanor during deliveries to uphold company reputation.
- Delivered goods and products to customer on time and in excellent condition.
Claims Representative
Banco Popular De Puerto Rico
02.2022 - 03.2023
- Analyzed and addressed escalated claims to resolve issues quickly.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Researched and analyzed complex claims to determine next steps and possible outcomes.
- Updated claims system to track claim status and provide relevant information to other department.
Referral Coordinator, Case Manager, Call Center Specialist
United Way 211, CDS outsourcing
11.2017 - 02.2021
- Developed appropriate care plans for at-risk individuals and high-risk families.
- Coordinated resources from diverse providers for intervention plans.
- Communicated with legal services providers, social services agencies and local judicial systems regarding cases.
- Verified documents and associated records to catch and resolve discrepancies.
- Reviewed demographic, clinical and insurance information before sending to referred specialists.
- Reviewed treatment plans against individual goals and healthcare standards.
- Managed up to 100 patient referrals daily through multi-line telephone system.
Service Professional
Uber Technologies
03.2017 - 12.2017
- Politely assisted customers in person and via telephone.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner Served as the main liaison between customers, management, and sales team.
Parking Specialist
City of Orlando Parking Division
03.2016 - 01.2017
- Answered customers\\\' questions regarding products, prices and availability.
- Organized company files and creating support system to decrease workload and increase productivity of account managers.
Sales Person
Zaida's Gift Shop
02.2008 - 04.2015
- Developed and maintained long-term relationships with policyholders and small business entities.
- Researched and customized service proposals for clients.
- Organized company files and creating support system to decrease workload and increase productivity of account managers.
Education
Master of Arts - Criminal Justice
The Interamerican University of Puerto Rico
Piedras, PR01.2013
Bachelor of Arts - Criminal Justice
The InterAmerican University of Puerto Rico
Piedras, PR05.2010
Skills
- Analytical abilities
- Quality control
- Performance monitoring
- Customer communications
- Inbound phone call management
- Communicating with clients
- Fluent in Spanish and English
- Accurate documentation
- Patient assessment
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Accomplishments
- Consistently maintained high customer satisfaction ratings.
Legal assistance internship.
6 months assisting lawyers in daily operations with different office administrative tasks, 40 hours a week at the Municipal court in Bayamon.
Timeline
Driver
Uber Technologies
04.2023 - Current
Claims Representative
Banco Popular De Puerto Rico
02.2022 - 03.2023
Referral Coordinator, Case Manager, Call Center Specialist
United Way 211, CDS outsourcing
11.2017 - 02.2021
Service Professional
Uber Technologies
03.2017 - 12.2017
Parking Specialist
City of Orlando Parking Division
03.2016 - 01.2017
Sales Person
Zaida's Gift Shop
02.2008 - 04.2015
Master of Arts - Criminal Justice
The Interamerican University of Puerto Rico
Bachelor of Arts - Criminal Justice
The InterAmerican University of Puerto Rico
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